Digital transformation is key contact centre focus

Customer experience is the last source of sustainable differentiation in a battle for the next generation digital consumer, and the only way for contact centres to rise to this challenge is through digital transformation, says Interactive Intelligence. Deon Scheepers,...

Leverage technology to improve customer satisfaction

Call centres of today should allow customers to use their preferred means of communication, easily identify issues impacting response time, facilitate personalisation and feedback, and must also be cost effective. According to recent research, entitled “The...

Millennials – how is your call centre adapting to this generation?

Having grown up in a time of rapid change, millennials have a different set of priorities and expectations and it is for this reason that they are revolutionising business as we know it. Advancement in technology means that future workforces will continue to evolve...

Keep your contact centre protected in a time of cost-cutting

With falling commodity prices and a declining currency, South Africa’s economy is under greater strain than ever before. Cost-cutting is an inevitable consequence, but defensive measures must not compromise their long-term sustainability. In particular, says Innes le...

SA contact centres poised for growth

South Africa’s contact centre industry is poised for growth, thanks to increasingly demanding customers and new opportunities for Business Process Outsourcing providers, say local contact centre experts. Speaking at the recent Interactive Intelligence Customer...

IVR mistake SA companies make

Studies conducted by research company JD Power & Associates indicates that interactive voice response (IVR) accounts for 27% of US customers’ total call experience. From a South African perspective, local business owners need to pay attention to the increased...